Telstra Customer's With NBN Could Be Refunded

Telstra has admitted that a small number of customers who have purchased home broadband over the NBN have been paying for speeds they cannot deliver.

Due to some factors that affected the customer's speed, customers who had opted for the top speed of 100MBPs were paying for speeds that couldn’t be achieved.

In a blog post on Thursday, the company’s head of retail Kevin Russell said ‘While the vast majority are receiving the speeds they signed up for, we believe a small number of our NBN customers (approximately 1 per cent) are not,” he wrote.

“While it is important that our customers are aware of the factors that contribute to the speed they can get on the NBN, it is also critical that they are getting the speeds they signed up for.”

The company is now in the process of contacting customers who were overpaying for their internet service to move them to speed their NBN service supports.

Those customers identified will be eligible for a refund from Telstra.

“In any cases where we believe that customers may have paid for a speed boost they haven’t benefited from, we’ll be reimbursing the charges,’ Russell said.